Iron Systems, Inc · 1 month ago
Desktop Support EUC L1
Waco, TX
Full-time
Onsite
Entry Level
1+ years expIron Systems, Inc is a company that provides technical support services. They are seeking a Desktop Support EUC L1 to deliver comprehensive support to onsite personnel, manage incidents, and ensure compliance with company policies.
ComputerEmbedded SystemsInformation TechnologyManufacturingSoftware
Responsibilities
Provide comprehensive technical support services to the client’s onsite personnel, customers, and service providers
Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades), including data migration
Replicate and resolve customer incidents in the software & hardware environment
Maintain incident management system with up-to-date information on ticket progress
Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA’s
Follow established Asset Management processes
Provide setup and support services for conference rooms
Provisioning and deployment of internal VoIP telephones
Communication with several IT infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness and timeliness
Effectively communicate with Deskside Management Team in regards to asset management, break/fix or Service Desk-related processes (build a “proactive” environment)
Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels
Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
Ensures compliance with all company policies and procedures, including safety rules and regulations
Liaise as necessary interdepartmentally to seek resolutions to all reported issues
Assess reported issues and, as necessary, work directly with the client’s service providers for escalation and timely issue resolution
Perform customer support-related tasks and special projects as assigned by management
Liaise as necessary interdepartmentally to seek resolutions to all issues reported
Must be able to lift desktops, laptops, monitors, printers and other IT-related equipment
Organize and utilize all support resources provided, including emails, documentation, contact lists, etc
Mentor other Deskside Support Technicians as required
Qualification
Required
Provide comprehensive technical support services to the client's onsite personnel, customers, and service providers
Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades), including data migration
Replicate and resolve customer incidents in the software & hardware environment
Maintain incident management system with up-to-date information on ticket progress
Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA's
Follow established Asset Management processes
Provide setup and support services for conference rooms
Provisioning and deployment of internal VoIP telephones
Communication with several IT infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer
Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness and timeliness
Effectively communicate with Deskside Management Team in regards to asset management, break/fix or Service Desk-related processes
Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels
Carries out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws
Ensures compliance with all company policies and procedures, including safety rules and regulations
Liaise as necessary interdepartmentally to seek resolutions to all reported issues
Assess reported issues and, as necessary, work directly with the client's service providers for escalation and timely issue resolution
Perform customer support-related tasks and special projects as assigned by management
Must be able to lift desktops, laptops, monitors, printers and other IT-related equipment
Organize and utilize all support resources provided, including emails, documentation, contact lists, etc
Mentor other Deskside Support Technicians as required
Problem-solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Excellent communication and customer service skills. Dedication to customer service
Excellent teamwork skills
Excellent desktop support technical skills
Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)
Ability to perform root cause analysis and determine appropriate course of action based on result
English on an advanced level (B2 or higher)
A+ Certification or equivalent required
Minimum of 12 months of Desktop support experience
Preferred
BS or BA degree preferred or equivalent work experience
Microsoft Certified Professional certification a plus
Company
Iron Systems, Inc
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
1001-5000 employees
H1B Sponsorship
Iron Systems, Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (3)
2023 (2)
2022 (6)
2021 (4)
Funding
Current Stage
Late StageRecent News
Company data provided by crunchbase